Lakshika Weliwatte

• Skilled and trained in all aspects of tour operations handling as follows
• Handling sales inquiries
• Managing reservations Handling customer inquiries and complaints
• Engaging with subcontractors, resellers, and online travel agencies (OTAs) in a professional manner ensuring effective collaboration and partnership management, Maintaining Content and updating Booking Engines Ex
• Bokun, Viator
• Content Creation for Digital Platforms
• Design tour Itineraries and organize and coordinate with both suppliers and customers
• Solely responsible for monthly reporting of reseller sales and Invoicing
• Solely responsible for handling invoicing for all the tours and holiday packages
• Solely Responsible for Updating payments table and payments follow up
• Sending payment confirmations and prepare final tour vouchers for clients and assisting tour guides
• Compiling daily departure reports ensures meticulous preparation for upcoming tours
• Conducting precise calculations of employee working hours, cross-referencing manual worksheets with scheduled hours, and generating detailed reports for the accountant facilitate accurate payroll processing.
• Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.

• Overlooking entire Customer Support Dept and Travel Operations Dept, Business Development and Finding and Negotiating with new competitive suppliers across the globe
• Responsibilities: Responsible for ensuring the Customer Satisfaction starting from an booking enquiry till the client returns after completing their trip overseas Leading the Business Development Team and implement strategies and guiding them to achieve the set targets Training the Travel Consultants on company Customer support practices and relationship building with clients
• Training and Monitoring Social Media Response Team about Customer Support Best Practices Searching for new competitive suppliers globally and negotiating terms with them and explaining them about ikman Travels CRM policies and how we expect them to follow our CRM policies while handling our clients Working with the Sales and Marketing teams for organizing promotional campaigns based on customer behavior patterns Overseeing the high end Visa Consultation and Documentation Operation
• Monitoring random calls to improve quality minimize errors and track operative performance
• Handling difficult client complaints and negotiate with suppliers / airlines to support the clients while maintaining a healthy relationship with both parties.

I was responsible for overlooking the call center operations, customer support and business development plus leading the retail sales team.TripAds.lk is the Sri Lanka’s first ever classified website dedicated only for the travel and tourism industry.

Responsibilities:
o Managing the call center operation
o Training the Customer Support Team and Social Media Response Team
o Working with the system designing team to enhance the website features by evaluating the customer behavior patterns and customer inputs
o Leading the customer support team to bring in tourist service providers, Travel Vlogers, and some major Banks on board to advertise on TripAds.lk within a short period of time. ( 10,000+ Advertisers on board in 6 Months)
o Responsible for the quality of inventory of the site.
o Training the Quality Assurance Team
o Recording statistics, user rates and the performance levels of the center and preparing reports.
o Organizing staffing, including shift patterns and the number of staff required to meet demand
o Training and Managing Retail Sales Team (Tele Sales)

Responsible for the performance and quality of the support center, responsible of managing the customer support team.

Key responsibilities and duties:
· Responsible for the performance of the support center

· Managing the daily operations of the support center; ad reviewing, email support, outbound campaigns and telemarketing.

· Setting and meeting performance targets for speed, efficiency and quality

· Forecasting, analyzing and reporting KPI figures on weekly and monthly basis

· Help achieve daily quantitative targets and service levels

· Monitor progress and ensure timelines are met

o Responsible for managing the team

· Organizing staffing; including shift patterns and the number of staff required to meet demand

· Reviewing the performance of staff, identifying training needs and planning sessions

· Preparing roster for customer support team

· Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes

· Maintain the log for agent leaves, vacation and planning of manpower for emergency situations.

o Responsible of the quality of the support center

· Monitoring random reviews and customer support emails to improve quality, minimize errors and track operative performance

· Mystery call reporting

· Recording statistics, user rates and the performance levels of the center and preparing reports

· Handling complex customer complaints or inquiries;

· Follow up on all the activities sent and share team workload

· Provide action plan to agents on basis of findings

· Maintaining up-to-date of the industry developments

· Training the fellow Customer Support Managers of the other subsidiary web sites globally; owned by Saltside Technologies AB, Sweden.

• Fyra Force Pvt Ltd is a BPO based in Sri Lanka
• My responsibilities were introducing new clients to the company and maintaining a healthy relationship with them for a long term until the realization of any such project
• Converting customer requirements to KPIs and managing the team to achieve the KPI targets.

• Teli Force International was one of the few BPO companies operated in Sri Lanka in 2007
• My responsibilities were finding, evaluating and launching outsourcing projects
• Planning and resource allocation.